Chime scales member support with AI-powered automation — delivering efficiency and a stronger customer experience

Chime^® is a fintech leader redefining banking with fee-free services, early paycheck access, and automated savings tools to help millions of members build a healthier financial future. Founded on the belief that core banking services should be helpful, easy, and free, Chime has grown into one of the most trusted names in digital banking.

The challenge

Chime’s growth meant more support volume and higher expectations. The team faced a high-stakes question: “How do we scale fast while keeping our members at the heart of everything we do?”

To find the answer, Chime launched a rigorous selection process for technology partners across both Chat and Voice channels. Each assessment focused on:

• Accuracy of agent responses
• Automation rate and operational efficiency
• Member satisfaction, measured through support NPS (sNPS)

The goal was not just automation, but to raise the bar for member experience and operational excellence.

One platform. Every channel.

Chime evaluated a range of partners for both Chat and Voice, seeking solutions that could match their scale and member-first standards.

After a comprehensive assessment, Chime engaged Decagon for both Chat and Voice support, based on their ability to meet its requirements for quality, reliability and continuous improvement.

‍Chat

• Improvement in member satisfaction compared to other vendors evaluated
• Consistently seeing 70%+ resolution
• Hundreds of thousands of messages automated in the first two weeks

Voice

• Strong gains in member satisfaction
• Consistently nearly 70% resolution
• Scaled to more than 1 million calls per month with no reliability issues

Decagon’s teams worked alongside Chime’s product and operations teams, enabling rapid feedback and continuous improvement in the channels and use cases Decagon supports. By leveraging features like Insights and Ask AI, Chime surfaced real-time member feedback, helping inform ongoing product and support improvements. With Agent Operating Procedures, Chime’s customer experience teams could quickly iterate on agent behavior with natural language instructions, while our technical teams maintained control over core logic and member experience.

The result? A smarter, more scalable support system and a direct line from member conversations to product improvements.

Choosing one platform for both channels also turned out to be a strategic advantage: shared learning and continuous improvement. 

With Decagon, Chime’s chat and voice automations are powered by a single system - so every member conversation, whether typed or spoken, feeds into shared intelligence. This means the system learns and improves from all support interactions, in real time, across both channels. Insights from chats help the voicebot get smarter (and vice versa), resulting in:

• Faster rollout of improvements across channels
• Higher consistency in member experience
• More efficient operations - one knowledge base, one feedback loop
• Accelerated AI training with a larger, richer dataset

Rather than managing separate systems and duplicating work, Chime gains a flywheel effect—every conversation, on any channel, makes the whole support experience better for everyone.

Strategic automations that delivered fast ROI

To move fast and drive impact, Chime and Decagon first focused on automating the most common, high-friction use cases—workflows that every financial services company knows well.

• Card replacement
  Decagon agents provide step-by-step guidance for lost or stolen cards, helping members resolve a stressful issue in seconds.
• Deposit status updates
  Customers get instant responses for tracking direct deposits and pending transactions, eliminating long wait times and improving visibility.
• SMS subscription management
  Automated flows to let members control their communication preferences, improving compliance and freeing up agent capacity.

Automations were designed to resolve member issues end-to-end with accuracy, empathy, and a tone true to Chime’s brand.

As a result, Chime reduced customer support costs by 60% while doubling member satisfaction scores.*

Looking ahead

Chime continues to use insights from member support conversations to inform product decisions and improve the member experience. Its support system is now not only reactive, but a valuable source of live product intelligence.

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Editorial note: Chime works with a range of technology partners to deliver best-in-class support across all member touchpoints.

Chime® is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. Fees apply to outbound instant transfers and out-of-network transactions. Other costs may apply to optional credit products. Learn more at Fee Transparency. To learn more about Chime and the products available, please go to Chime.com.

*According to the Chime 2025 S-1 filing